Job Description

Description:

Wellbox is a growing healthcare company dedicated to helping people live healthier, happier lives. We do this by providing comprehensive and preventative virtual care solutions that are delivered by an elite, experienced team.

Without our incredible team, we wouldn’t be able to make the positive impact that we have. Their consistent efforts in supporting, encouraging, and caring for our patients truly make a difference.

Position Purpose:

Your focus will be on actively engaging patients and ensuring their experience with Wellbox is positive to ensure their continued care. This role emphasizes customer services, empathetic communication and creative problem solving to effectively ensure patients are satisfied with Wellbox and the services we offer.

 
Essential Functions:  

• Serve as a primary point of contact for patients with non-clinical questions or concerns, providing a welcoming presence. 
• Address patient questions, concerns, and special requests with empathy and professionalism.
• Address patient concerns promptly and professionally, escalating issues when necessary. 
• Manage and conduct patient satisfaction survey campaigns and follow up on feedback to resolve issues or improve patient experience. 
• Provide assistance, as needed, to the Clinical Delivery team by conducting outreach and supplemental care to patients. 
• Re-engage patients who have been disenrolled from the program. 
• Work to continuously improve the patient experience by identifying opportunities for enhancements.
• Coordinate with Wellbox departments to ensure trends in patient feedback informs improvement in our workflows and processes. 

Work Environment:  

We’re dedicated to offering our patients the best care experience possible; a wired, high-speed internet connection and a private space free from outside noise and distraction, including noise and distractions from pets or children, and that comply with HIPAA privacy laws is required. 

Physical Demands:   

This is a virtual position that requires you to sit or stand at a computer for 40 hours weekly and be able to make phone calls. Some equipment setup is required.

 
Position Type and Expected Hours of Work:   

Regular, full-time, exempt. 

Required Education and Experience:  

• Must be a Certified Medical Assistant. (CMA) 
• Must reside and work in the continental US.
• Must have two years of experience in a healthcare setting.
• Experience in customer service or patient experience. 
• Hands-on experience and comfort with Electronic Medical Records.
• Experience using Microsoft Office products such as Teams, Outlook, and Excel.

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